How to file a claim, step by step

Claims are filed in the app, not by email. Go to the exam you sat and open its Guarantee page. Email us only if the form itself will not let you through.

Before you start, have this ready

• Your official score report — an image or a PDF, under 10 MB. A photo of the printout is fine; the provider's own emailed PDF verifies fastest. It must show your name, the exam, the result and the test date.
• The date you sat the exam, as printed on that report.

You do not need a retake receipt to file. The receipt comes later, after your claim is approved, and only on Lifetime — see "Retake reimbursement (Lifetime only)".

The form

1. Date you sat the exam. Use the date on your score report, not the day you got the result. If you set an exam date in your plan it is filled in for you — confirm it or correct it. A date in the future is refused.
2. Official score report. Attach the file. JPEG, PNG, WebP, HEIC and PDF are accepted.
3. Anything we should know? Optional. Use it if something about your sitting needs explaining.
4. Submit claim.

We check your mock history against your account ourselves, so there is nothing else to gather. The page confirms the claim was filed and shows the refund it recorded — and, on Lifetime, whether the retake fee rides along. If something is wrong, it tells you exactly which condition failed rather than a bare refusal, so you can usually fix it and file again.

The clock

• File within 30 days of your exam date.
• On Lifetime, email the retake receipt within 90 days of opening the claim — you cannot always re-sit immediately, so this window is deliberately long.
• No claim can be filed more than 12 months after your purchase, or after your upgrade if you upgraded.

What happens next

A person reviews every claim. We do not auto-approve and we do not auto-refuse. You get a decision by email within 5 business days of filing. An approved refund is issued to the card you paid with within 2 business days of that decision; your bank may take a few days more to show it. A retake reimbursement is paid within 10 business days of receiving your receipt.

If a claim is refused on review, the email says so and invites you to reply — a person looks at it again.

One claim per exam, per account. For every reason a claim can come back refused, see "Why a claim can be refused".